دانلود رایگان مقاله کیفیت خدمات: ارزیابی عملکرد کلی برای آب و برق

abstract

Over the last decades, the delivery of water supply services has changed among regions and actors, in order to meet the changing needs. Those services can be balanced based on the relation between the obligations they must fulfill, the quality offered, and the associated price/value for money. Furthermore, due to the water services inherent characteristics, they are prone to poor quality of service (in general terms). Thus, global performance assessments are of paramount relevance under those constraints. In Portugal, the water regulator has developed a system of performance indicators (partial measures of performance) and, therefore, it is not possible to achieve the desired holistic performance evaluation (global measure). To enable such assessment, we propose an application based on the ELECTRE TRI-nC method to define quality of service categories and aggregate performance indicators. To obtain a coherent family of criteria (i.e., exhaustive, cohesive, and non-redundant) we apply an iso-preference logic. The results obtained are presented through a geographical information system allowing for a clearer visualization of the overall performance of water utilities. The method proposed can be considered a suitable decision support system and useful regulatory tool, able to provide policy relevant outputs.

7. Concluding remarks

In this paper we propose the QSI tool. Such application, intends to provide an overall assessment obtained by suitably aggregating operational PI (partial measures of performance). The QSI tool, based on the ELECTRE TRI-nC method, also allows to define quality of service categories. A coherent set of criteria was selected through an interplay between 19 analysts and the focus group, considering their exhaustiveness, cohesiveness, and non-redundancy [42], and modelled resorting to iso-preference logic. The conceptual framework developed, considered the stakeholders of the decision process, as well as the focus group ‘cognition’ (way of thinking) when choosing a particular preference elucidation mode (see, Li et al. [50], for a clear consideration of different cognitive styles). Another important issue considered was the decision problematic pursued by ERSAR [51]